Complaints

This profile includes complaints for Home Comfort Experts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Home Comfort Experts

  56848 Ferrettie Ct Mishawaka, IN 46545-7480

  
• 

  Home Comfort Experts

  919 Production Rd Fort Wayne, IN 46808-1270

  
• 

  Home Comfort Experts

  3505 Redbow Dr Valparaiso, IN 46383

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

  les person recently called me and said he took it off the price of the furnace and air conditioning so I could pay it later when I scheduled it thats a flat out lie and we never talked about paying for the duct cleaning at all, Free is free, we negotiated the price for the furnace& AC system on what I was comfortable with and were both in agreement on. I am a longtime business owner and BBB member with an outstanding rating. This complaint is because the principal of it and the lack of integrity, this company is showing.

  

  Business Response

  Date: 12/14/2023

  This has already been addressed between the office and the customer.

  There was a mix up in billing.

  Please let me know if there are any other concerns.

• Initial Complaint

  Date:12/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:
  
  The technician sent to my home made up a fake diagnosis with a blatantly false claim. He said there was a burn **** on the control board of my unit which is simply not true. The unit is functioning, and only needs to be charged with refrigerant. When given the chance to fix their error, and come back to the home to charge the unit, they declined.

   

  Home Comfort Experts made up a fake diagnosis, took their dispatch fee, and refused to address the issue.  Originally I called requesting a refund because no service was provided, all the technician did was lie. But then I was told that what I paid for was the dispatch fee only.

   

  Regardless of the technician rectifying his error or not, Home Comfort Experts failed to make clear in the very first phone call (in which the appointment was made) that the $124.00 covered ONLY the dispatch fee. Had I been made aware that a diagnosis would cost me a total of $274.00, I never would have proceeded to make an appointment in the first place. The unit itself only costs $500 brand new.

   

  Home Comfort Experts needs to ditch their tactics in which they hook the customer with a cheap price upfront, and then tack on extra charges once they are at your house. The cost of doing business with this company needs to be made clear from the very start.

  mpletely invalid. Thinking this whole thing strange, I inspected the control board and there was no burn ****.I called Home Comfort Experts again and asked them to properly diagnose my unit, and they refused. So I asked to be refunded the diagnostic fee. At this point they now claimed that the $124.00 fee was for dispatch ONLY, and that I wasnt charged a diagnostic fee. They claim the actual diagnostic fee wouldve been another $150. If I had been aware that this was the price of doing business with this company I would never have scheduled an appointment. Home Comfort Experts are misleading with their pricing, convincing you to make an appointment so they can charge you their dispatch fee, and then also tack on other fees that you werent made aware of. My complaint isnt about money, its about the disgusting tactics employed by this company to squeeze more money out of the customers who place their trust in these so-called professionals

  

  Business Response

  Date: 12/06/2023

  The $124.00 charge is a trip fee and up to 15 minutes of diagnostics.

  This is spelled out on our invoice and was agreed to before dispatching the technician, then signed and paid at the time of service.

  The parts for the brand of mini-split are not available through our supply houses and we cannot supply parts.

  The technician was at the home for an hour or so as stated by the customer and no additional fees were charged.

  We feel we provided the service that was quoted and went further without charging more.

   

  

  Business Response

  Date: 12/07/2023

  We have listened to the recorded phone calls and absolutely communicated that the trip fee and diagnostics was quoted and explained properly over the phone before dispatching technician.

  This was agreed to by the customer on the telephone call.

  Here are the notes on the signed and paid invoice from **************.

  Upon arrival system was not operational. The brand of mini split is a blue ridge. Called supply house and they do not sell parts or have heard of that brand found out that a family member installed the system. We are unable to work on the system due to Not having parts available. Did take top off unit and saw that there is a small burn. **** on the circuitboard told customer that would be my best guess but without being able to find parts, I cannot proceed any further. Customer understood did pay for todays trip fee . System is still not operational upon departure.

  While our goal is to provide top level service and restore any type of issue, there are times that are out of our control that do not allow us to complete a repair.

  It is our belief that we honored our responsibility to this customer and did not charge anything above what was agreed to.

   

   

  Customer Answer

  Date: 12/07/2023

   I am rejecting this response because:
  There was no burn **** on the circuit board of the unit, the technician made that up, and Home Comfort Experts refused to send out another technician. During the phone call in which I scheduled the appointment, I was only told of one fee consisting of $124.00, there was no mention of any other fee, nor was I given the price of any future fees. Dishonest company.
  
  

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep concern regarding the ongoing issues we have been experiencing with our boiler system, which received annual maintenance on November 16, 2023.As members of your Comfort Club, we have been paying for *** service. We appreciate the level of service that comes with our membership, but unfortunately, we have encountered persistent problems with our boiler since shortly after the annual service. Despite multiple visits, we are yet to find a resolution, and we have now been without heat for almost a week.During the initial service on November 16, we observed that the maintenance person was using a motorized tool in the basement to cut a pipe, causing noticeable vibrations felt on the first floor that caused me to go to the basement ask your employee if everything was ok. We suspect that these vibrations may have contributed not only to the boiler leak but also to additional pipe leaks. The safety concerns, coupled the cost of the special kit for the gasket, having to purchase space heaters (which will undoubtedly increase our electric bill) have made our situation quite challenging.As loyal customers and members of the Comfort Club, we are reaching out to request your urgent assistance in resolving these issues. We understand the value of the *** service we receive as part of our membership, and we trust that you will prioritize our case accordingly.We kindly request that a qualified technician be dispatched to our residence at your earliest convenience to thoroughly assess and rectify the problems we are facing. Given the winter temperatures and the potential risks associated with gas and carbon monoxide leaks, prompt attention to this matter is crucial for the well-being and safety of my family.Your immediate assistance in this matter would be greatly appreciated. We believe in the high standards of service that Home Comfort Experts provides, and we trust that you will take the necessary steps to address our concerns promptly.

  

  Business Response

  Date: 12/05/2023

  We are sincerely sorry for this situation you are in.

  We will certainly send out one of our Supervisors to take  look at the situation and make sure you are well taken care of.

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   We are rejecting this response because:

  Dear ***** our complaint handler at BBB:  Because we have no assurances that we will receive a refund check in the mail, we are requesting a 7 business day hold over extension before this complaint is closed.   To allow time for **** mail processing/ delivery of the refund mailing.. We had requested in the past with Home Comfort Experts that we wanted to physically pick up the refund check.  However, this morning we received a call from ****** at Home Comfort that the refund has been  mailed this morning.  
  We greatly appreciate consideration of our extension request due to the circumstances beyond our control.            Thank you, ****** and *****************************

  
  told him no. We requested a full refund.Nov. 17 we called Home Comfort for refund status. We were told it could take up to 4 weeks. Nov. 20 we called in again-4 weeks was unacceptable for a refund. Now we were told refunds take approx. 1 week and ours was awaiting a supervisors signature. Nov. 24 we called again for refund status. This time we were told told our refund was held up awaiting a General Managers signature. We told we would get a call back. A call back never came later that day on Nov. 24 nor did we get a call on Nov. 27 or Nov. 28. Home Comfort continues to give us conflicting refund information. We are lead to believe Home Comfort is intentionally delaying our refund. As a membership customer with Home ********************, we tried repeated contacts seeking refund of our $635.00 paid the day of installation for a system diagnosed as failed by the removing Home Comfort tech, which apparently never worked/removed by Home Comfort on Nov. 15.

  

  Business Response

  Date: 11/29/2023

  A refund for the full amount of $635.00 has been issued and is being processed.

  Refunds can take a few weeks to process. this is standard procedure.

  There has been no intention of purposefully withholding this refund.

  I have met with accounting and expedited the process for this customer.

  Customer Answer

  Date: 12/04/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Today we finally obtained our refund.  We find that this resolution ilto be satisfactory now that we have physically received our rsfund.

  
  

  Thank you ***** @ BBB for your very professional assistance in this matter.

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:
  
  That was not told to me at the time of the initial sign up.

  

  Business Response

  Date: 11/27/2023

  The refund in question is non-refundable, as it includes a multitude of discounts and benefits above and beyond the **** maintenance. The maintenance does not have a refundable dollar amount. It is just another benefit of the membership plan.

  

  Business Response

  Date: 11/28/2023

  There is nothing in any of our paperwork or invoices that states the membership is refundable. 

  The customer was not misled in any way. This is not a specific service. It is year-long membership.

   

  Customer Answer

  Date: 11/28/2023

   I am rejecting this response because:
  First my old furnace needed a heat exchanger, never saw the crack, it was under l/t Warr. and that was hard to get compensated for to say the least. Then the unit was never inspected, They have no senior discounts and they raised the prices this year. I had free services from the old furnace that were never given credit for. they offered a finance plan that I asked specifically if there was interest and was under the impression it was not, it was and I had to call to pay it off to stop the charges. They do not even give folks a paper receipt...... I am so feed up with this, they are ************* hungry, Even the furnace as well as the last a/c unit was way over other companies. So with that said let the HEATHENS BE.
  
  

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:
  Technician was already here to do "Comfort Club" checkup, therefore no "service call" charge. As stated before, even with extreme markup on parts, if I can but online for $12-20, then business can purchase for less and markup.

  Took less than 15 minutes to install, at that, hourly rate must be $800/hour.

  What would charge a little old lady who has no idea what parts are online.

  Already a "Comfort Club" member for over a year, receipt for parts and install do not show any discount, or even breakdown of parts and labor.

  Poor way to do business.
  

  This is just ridiculous.
  

   

  
  
  

  

  Business Response

  Date: 11/27/2023

  After review into this complaint, we have determined that the technician did charge the proper amount for the repair in question. All pricing was accurately charged for this call. Please keep in mind that we only purchase our parts and materials from trusted and verified sources, and that all repair work comes with a 2 year warranty. 

  

  Business Response

  Date: 11/28/2023

  
  In this case we are standing behind our pricing and **************. 

  The technician charged the correct price directly from our price book, and all work was performed with direct consent from the customer.

  Customer Answer

  Date: 11/28/2023

   I am rejecting this response because:
  
  I also "stand behind" my premise that I was overcharged, and not given credit/discount for being "Comfort Club" member.  I have no issue with technician, he simply doing what told, its the company practices I have issue with.

  This is not the first issue, took multiple attempts to schedule duct cleaning, finally got scheduled over phone, sent out a "tech" who had barely been trained, missed ducts, drilled holes in ductwork and did not cover, Had to send another tech to "redo" the job, which as it turns out could be done with an air compressor and shopvac, far from "professional" job.

  Advertise being able to schedule service online, this is impossible. A CSR told me over the phone that internet scheduling and phone scheduling do not "line up". Every time try to schedule something online, end up on phone anyway, with CSR looking at 2 different locations, and attemping to schedule from wrong location before catching mistake.
  

  Invoice for work done does not itemize parts and labor, does not reflect any discount/credit for being Comfort Club member.

  Not looking for free service, just fair service.

  May less money on advertising, and more on customer service.
  

  Willing to split the cost, and never do business again.
  

  

  Business Response

  Date: 11/29/2023

  There will be no refund issued for this specific repair. The part cost is only a portion of what is costs to have a trained professional make repairs. 

  We are priced well within the standards of our industry and feel that the value we offer is second to none.

  Customer Answer

  Date: 11/29/2023

   I am rejecting this response because:
  
  
  That's fine. Just as long as bad **** stays with BBB.  Not willing to supply itemized invoice, or show any type of remorse for bad service.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refund $2,000 a good experience or service from this company. Very stressful and unhappy with the neglect shown all around.

  

  Business Response

  Date: 11/21/2023

  The credit has been issued to the customer. They should be getting the check soon. For the 2000.00  

• Initial Complaint

  Date:10/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because: When I called for service I was told $124 and no other charges.  I was never told about 15 mins diagnostics so this is a lie.  The Technician did not have a ladder and I had to let him use mine which it took a few ladders to find one find that would work and then went outside to find another. I told the office it was high up in the ceiling. This took probably about 45 mins.  He was outside on phone calls for at least 30 mins. If not longer. I stayed with the technician and watched him.  He told me he was going to clean the unit and would have to charge me $140.  Then he called someone and told me it was a gas valve. He did not clean the unit he told me he would get a price for the gas valve. He demanded I pay him. I was willing to pay the trip fee but not the labor as he did nothing. No cleaning, no parts on or off.  He got very pushy and demanding with me. I have had another company come out and I dont need a gas valve for $1578. The diagnosis was totally wrong. It was a plugged pilot tube.  The furnace is heating and I was charge only $99 that included the trip charge diagnostic. NO PART NEEDED! For $1578.  I sent my check on October 17th for $124 to pay for the trip charge and the so called wrong  diagnostics.  I did not take the senior discount I should of received.   I will not pay $140 Labor I did not get plus being told I needed a $1578 gas valve that I did not need. Something is wrong with this company.  I have heard from several people plus competitors that they do these kind of things to people. Plus I was treated very rudely by the Manager and her lack of knowledge of what was going on.  I will never call this company again.  I am a senior on a fixed income and this is wrong.  I should charge  them for the use of my ladder for $140. What company comes with no ladder in the truck. 

   

  
  hone calls the next day to find out what the part cost $1578 the price of new furace. I looked online for part and it sells from $100-$800, 1 hour to install. I have tried to talk to ***** she refuses to adjust the bill. They are gouging people. I have contacted other companies and no company I talked to is charging this amount of money. They will not negotiate the labor and they hang up on me and I offered to tell them the other companies names so they know I am telling the truth. They are threatening me with collections agency. They did not give me the senior discount as they advertise. I told her I am charging them for using my ladder and my time to have to go outside in the cold. I do not recommend anyone to use this company. Beware of the coupons they send out. I asked to talk to the owner and I am told they are never in and it wont change anything. I offered to pay $124 and told her I would give her $40 for him standing on my ladder doing nothing. It was refused.

  

  Business Response

  Date: 10/24/2023

  Home Comfort Experts dispatched a technician to the property and explained that there would be a $124.00 fee for dispatching the technician and that would include up to 15 minutes of diagnostics. (as noted on the invoice)  ************** was at the home for a total of 1 hour and 33 minutes. He was not able to repair the unit that evening and would have to wait until supply houses opened up the next morning to check availability and price. This is why the additional Diagnostic Fee was charged. The customer refused to pay anything (including the trip fee) that evening. We were able to find a supply house that carried the part (we do not buy any products form Amazon) and informed the customer of the installed price for repair. We also informed her that the $140.00 diagnostic would be rolled into either the repair or replacement of the equipment, but we would not dispatch a technician for the repair until the original invoice amount had been paid. The customer has refused to pay anything for the original trip fee and diagnostics.

   

  

  Business Response

  Date: 11/06/2023

  Home Comfort Experts has removed any balance due for this customer.